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Use Of Customer Relationship Management (crm) To Promote A Service-oriented E-government Development Strategy Study

Posted on:2010-09-30Degree:MasterType:Thesis
Country:ChinaCandidate:H ZhangFull Text:PDF
GTID:2206360275983632Subject:Administrative Management
Abstract/Summary:PDF Full Text Request
Since E-government project run in China, After 20 years of development, we have got some success and Valuable experience. The universal realization of the Internet is come to true in government at all levels of, Government efficiency and significantly improve the quality of public services. There is a substantial increase in the level of scientific and democratic, further standardize the government's actions.But, E-government construction in China is still in the exploratory stage. Some problems still exist. For example, Lack of sharing with the public, interactive, and communication; Poor management of government web sites; highlighted the phenomenon of their own;"Information islands","Digital divide"are still exist. With the deepening of reform of the administrative system, a public function of government becomes more and more important. To the public, the tone of e-government development is how to give full play to take full advantage of the usefulness of e-government. Customer relationship management is a thinking of"customer as the core to serve as the basic"; it has been widely used in enterprise management. With the gradual deepening of information technology, government has also introduced customer relationship management; Objective is to other government departments, enterprises and the public with personalized service through the expansion of government and enterprises, the public channels of communication and communication.In this paper, we know customer relationship management theory in building enterprise applications experience of the successful. It expounded the theory of customer relationship management concept, pointed out that the use of customer relationship management theory to guide the development of e-government the possibility and necessity. The paper also discussed the public service-oriented e-government development strategy, and gave some advice for customer relationship management theory in public service-oriented e-government applications in the construction of channels and content providers proposals.
Keywords/Search Tags:E-government, public services, Customer relationship management
PDF Full Text Request
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